Home-based call centers beckoning

Posted at 07/02/2012 10:42 AM

MANILA, Philippines - More contact centers are expected to opt for the cost-efficient home-based call centers over the next three to five years as virtual technology and cloud-based solutions become more popular, an American expert said over the weekend.

“One of the distinct differences I see between the contact center of today and tomorrow is that the future contact center isn’t necessarily a point on a map in an urban center with 250 seats. With the growing use of virtualization technologies, it doesn’t really matter if an agent is working in a cubicle in a company office or from a desk at home,” according to Mariann McDonagh, chief marketing officer of inContact.

She said some companies are already taking this route, and have become more cost-efficient in the process.

A technical-support company that deployed a virtual contact center, for instance, has saved an estimated $3.4 million in annual productivity costs by enabling its 500-plus personal-technology experts to work from home using inContact cloud-based solutions, McDonagh added.